Time for a whinge

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Speed Couriers Nationwide Ltd

10314
Original Poster

I've been noticing on many forums that the industry generally is experiencing a considerable dumbing down of Couriers coming into the industry....I have to say that I too am finding that what i expect is becoming more than what i receive. Now this may well be down to the industry as a whole refusing to increase their prices to what they should be, and expecting drivers to take a lower margin and the pro's leaving the industry as a result....but is it really too much to ask that the ETA for a collection is around the time you tell me its going to be....that you either ring thru or text me the POD and that you communicate any problems you may get enroute?....clearly it is too much to ask?

I had a job I put on an exchange at 1330....was told their driver was 15 mins away, and the price was very competitive so a "no brainer"..or so I thought. As it was a good 5hr journey I didn't chase up the POD until 1830, only then to discover no one was answering the phones...I have to say I wasn't too concerned as I assumed it had been delivered and would be given the POD in the morning....or I would phone them to get it if not.
That was until I got a call from my customer at 1920 to ask for an eta as it had not yet been delivered....a rather difficult ask when you can't get thru to anyone, but i kept trying, finally getting thru to be given the drivers direct number. I rang said driver who said he'd be about another hour...traffic was the excuse given....what he didn't realise is that inbetween times I had found out he hadn't picked up the goods until 1630...some 3hrs after he'd been given the job.
I asked him what time he picked it up...he couldn't remember..I said "it was about half 4 wasn't it"...he admitted it was around that time yes..blaming the M25 for the delay.
I could have sold that job 3 times over if i'd been made aware of the problem...I find this totally unacceptable..communication is the key and this is blatantly taking the p*** and shows no respect whatsoever and scant regard for us, our customer or the recipient.
Or am I asking too much?
I have to say it makes me nervous

RAPID LIGHT TRANSPORT LTD.

2848

So you will avoid using them ever again !

  I agree, there are far too many who really have not got a clue, or ................... just don't care.  Communication is the key and is not a difficult concept.

 There is no excuse for not answering a phone, or obtaining a legible POD!

Fortunately I do not need to use subbies I do not know very often,  our vans being tracked makes such a difference, maybe it would be a good thing if ALL vans were trackable it would certainly avoid a situation like you had to experience.  

Hope your customer was understanding?


Nottingham & Derby Couriers

3179

I Use "Communication is a top priority" when selling our service to potential clients as i get the impression that most customers feel left out of the loop and tend to worry if their goods are on time or not.

I personally call the drivers for updates and always stress "call me if you are stuck for more than 15 mins". Delays do happen and it always shows that you are giving the customer the attention they deserve by giving them updates.

Speed Couriers Nationwide Ltd

10314
Original Poster

I agree to a point...customers just want the job picking up and delivering...the GOB is for my peace of mind, the only time the customer need know anything is if their is a major problem enroute that will jeopardise the delivery timing if applicable, so as to ensure they're still open, still going to be there, or to get an alternative address.

This shower knew they would be getting to the drop well outside normal working hours, so I'm amazed no one informed us of the delay....amazed is putting it mildly....and they weren't newbies so I can't even use ignorance or naivity as an excuse.
I shouldn't have to remind a driver to tell me GOB, to have to chase a POD, it should be part and parcel (pardon the pun) of what we do surely to god???!!!

3T Deliveries

238

Although ive only just started in the business i know from all employment that communication is key, without it nothing works.


The problem im finding as a newbie is getting work because im honest, if i cant get there till a certain time i tell them, what you are seeing is a desperation for work so companies tell lies about how far away they are to win the jobs, cramming in as many jobs as they can but not really caring for delivery times the customers may need as long as they get paid. it reminds me of mini cabs, how many times have you rang for one to be told its round the corner?

it seems now that companies are just grabbing at work offered rather than building good business to business relationships, surely its simple, 

do a good job get used again.........although im new i think im old school when it comes to work.

RAPID LIGHT TRANSPORT LTD.

2848

Quote  "I shouldn't have to remind a driver to tell me GOB, to have to chase a POD, it should be part and parcel (pardon the pun) of what we do surely to god???!!!"

It should be, but sadly there seem to be many that really have no idea. What use is a POD if the name is not legible for example?    

It really is better to keep all work 'in house'  and only use subbies you trust!

If the need arises [and it does] to use a 'new courier' there are no second chances!

Most simply couldn't care less then moan about lack of work


Barnsley Shipping

5

Hello Im new here but very old and have done this for a while.

I run my company (a small company at J36 M1)

Most of my business is serving the large companies basicly were are a subbie company to DHL UK Mail , DX and anybody else that will have us !

Its a buger sometimes and I toyed with the idea of having a salesman and getting business of our own but its OK this way !!

Your post raises an argument that I have always had with myself (because there is nobody else to talk too)

The customer is paying a big price the job is then being done by another company at a lower price . The customer expects a Top notch service but his job is being done at a lower price and so not commanding such a good service . The customer does not know this and one has to question the rights and wrongs over this whole subbie issue .

Over the years I have seen the quality of couriers get poorer and poorer and just maybe the answer is now that when charging a customer a good rate maybe its better to get your own drivers to do the job and give the customer the service he has paid for !

The yellow thing has done some damage I service provider was drop by DHL because he yellowed every job they gave him and the quality was poor and he was politly removed .

Tradition values in this indstry have gone

RAPID LIGHT TRANSPORT LTD.

2848

Quote "Over the years I have seen the quality of couriers get poorer and poorer and just maybe the answer is now that when charging a customer a good rate maybe its better to get your own drivers to do the job and give the customer the service he has paid for !"

In a nutshell what I said before!

MK BIKES

2821

I see the main problem as being communication, if you are not being told on GOB ASK!  However the more underlying problem is what service have you requested? In my mind in courier work (not next day) their are two service levels, Same day & URGENT all too often urgent jobs are being quoted as same day, same day meaning we'll have it their some time before close and we'll hunt around for other items to go with it, (the problem with your 5 hour job is that there are plenty of places along the route), when you accept a price that appears to be low for urgent you should be questioning it, if its not same day you will recieve.

Some jobs are sold for same day when the subby really wants urgent, the times I have put jobs on exchanges I have often got silly low prices, you have to look at the courier offering the price, you have to decide whether they are using it as a true back load (don't get me wrong we all like clearing a full payer at back load rates) or building/adding to a route. I will always decide instead to go for a more appropriate price and ensure the subby knows what is expected.

 

Speed Couriers Nationwide Ltd

10314
Original Poster

I feel i may open a can of worms with this one but here goes anyway.

The way I see it a sameday job is an urgent job.....I put times for collection and delivery so as to avoid any confusion for anyone quoting....for example if i have a call at half 10. i'll stick it on as collect by 1130 and deliver by whateva is a reasonable time for the journey in question.....so anyone who is over an hour away or can't deliver by the time i put, knows not to quote

As for subbies v our own drivers...same rates available to both....so customer IS getting what they pay for...and that is availability, as we have the resources to find drivers when others perhaps can't....standards are dropping cos we let them, by refusing to increase our prices to where they should be, and as a result many of the old pro's just can't afford, or have just lost the appetite they once had. If you feel you're getting ripped off everytime you move then I can't blame them.

We try to pay a rate thats fair, and we pay ontime...and all i ask for that is the job to be done as if it were one of your own

AJM sameday Couriers

3440

Some very good points here, but in the 9 years I have been doing sameday, there is only one meaning of Sameday in my book, and that is urgent has you say the customer is paying good money and 90% of the time wants it there asap, I cant understand people taking this amount of time to do a job, you can pick up at the arranged time or you cant it`s that simple, there are too many deadlines to be met, sorry but these type of people should not be in the the category of sameday couriers.

Like you said communication is vital, without it in this game we are nothing, you are left there panicking what has happened and worst of all what do you tell you customer, it makes you look like a unproffesional set up, I have done lot`s of subby work in my early days, and companys I have done work for where constantly phoning me for updates and me phoning them with any traffic problems you need a good relationship with anybody you do work for.

Speed Couriers Nationwide Ltd

10314
Original Poster

Which brings me neatly onto another point...we all want to grow our business, and to do that we rely on CX MTvan or our own network built up over the years.....the problem with that is we're only as good as the last job we did, and if that job has been severly cocked up then it can be very damaging to our reputation and growth....growth can actually have a detrimental effect on your business and ultimately destroy it....If we have a reputation for availability, and you then give me twice as much work, can i still supply you with the vehicles you need?...and if i can't then i lose exactly what it is my reputation is based on.....fortunately in the case above it hasn't damaged us...BUT it so easily could have....and there is the warning for those of us who get complacent from time to time.

Barnsley Shipping

5

Unsustainable growth Mr Speed !!  Where the growth is unsustainable thats what you mean

 I have this problem on the end of my big toe !!!!

Speed Couriers Nationwide Ltd

10314
Original Poster

I have a rather blunt instrument that may well be able to take care of that if you need it

MK BIKES

2821

I've had jobs sameday to the Netherlands collect friday deliver anytime over the weekend up until 9am Monday, sometimes it more of the security aspect

Springer Express Couriers

2148

trying to co-load stuff is recipe for disaster!
the only way I find it works is you see a job you will be able to squeeze into the time scale
you tell them  your situation, I have to be at  A by this time I would be at B by this time roughly, if this works then give me the job if it does not then don't!

it's not rocket science,
working together is much better than working against one another,
it would appear that people coming in to make a fast buck and grabbing as much as they can in a small amount of time will crash and burn very quickly,
and dropping people in the crap will not be tolerated!!

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